We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot the customer’s product and help our customers to solve the problem.

You will use support portal, email and chat applications to give clients quick answers to product related queries and perform predefined steps to resolve tickets during US day time. For more complex problems that require nuanced instruction, you will contact clients via remote call and provide transparent, written instructions.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Computer Science, MCA or equivalent.

You will work remotely in US CST Time Zone

Responsibilities

- Provide technical support for enterprise customers

- Develop a deep understanding of the customers product

- Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround for the problems

- Ask customers relevant questions to quickly understand the root of the problem

- Track details in the ticketing system ,within agreed time limits

- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)





- Provide prompt and accurate feedback to customers

- Refer to internal database or external resources to provide accurate tech solutions

- Ensure all issues are properly logged

- Prioritize and manage several open issues at one time

- Follow up with clients to ensure their systems are fully functional after troubleshooting

- Prepare accurate and timely reports

- Document technical knowledge in the form of notes and manuals

- Maintain jovial relationships with clients

Requirements

- 2 to 3 years’ experience in a Product’s Technical Support

- Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution

- Familiarity with remote desktop applications and help desk software (eg. Jira Desk)

- Superior written and verbal communication skills are a must

- Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates

- B.E or MCA or MSc IT will be considered.

- Knowledge of Microsoft SQL Server and basic troubleshooting is required.

- Experience with logging tools like Kibana, NewRelic, Signoz or anything similar is preferred.

- Experience in providing technical support on Microsoft .NET stack is preferred.

📌 Technical product support specialist (Ahmedabad)
🏢 Maruti Techlabs
📍 Ahmedabad